I. Summary
Our project management services helped to do next step to transformation of business of a multinational pharmaceutical company into a digital world.
Type of provided services: Project Management Services, Change Management Services
Core business platforms: Veeva CRM, Qlik Q Sense
Project hours: More than 900 project hours
Used methodologies: PMI PM BOK, ADKAR and ICE Methodology
Type of engagement: as a direct contractor and project contract with client
EPPM Services Role in the project: Complex Project Management
II. Introduction
As part of our services, we dealt with the deployment of a newer version of CRM, the expansion of communication channels with a focus on video communication, better use of electronic communication and subsequent data analysis on a new analytical tool. Services included organization change management focusing on better acquiring and engagement of users through training, communication and coaching of management and users.
III. Needs/Problems
The client needed to solve the following business problems:
Empower teams in fields to continue building their present and future success with customers
Connect Marketing, Sales, Medical and Key Account Managers around the planning, execution and insights of customer interactions (Rep-triggered emails, Multichannel Customer Engagement)
Simplify and harmonize CRM
Enable agile system updates to ensure that system delivers better data to end users via harmonized business processes
Consistent way to measure & Report (a commercial reporting & analytics platform build over the big data platform that support faster, more cost effective and better – informed decision making and increase customer engagement, transparent reporting from Veeva – with daily updates)
IV. Goals/Objectives
The project had following core business goals and objectives:
To Enable excellence in commercial execution through a smart prioritizations of customers and high value-added interactions
Leverage the current CRM implementation to build an integrated platform
To define and implement common KPIs (across sales domain) to assess the efficiency of commercial effort
V. Procedures/Scope of Work
Information about proposed procedures and the scope of work:
OnCore Roadmap:
To empower field teams to continue building on their present and future success with customers via integrated systems. It included to connect Marketing, Sales, Medical and KAMs around the planning, execution and insights of customer interactions. The implementation had to enable fast and agile system updates to ensure our system delivers better data to end users via harmonized business processes and Consistent way to measure & Reporting. It included management and support of:
Tollgates
UAT / Acceptance
Training (< less then 100, in the mode train the trainer)
Go Live & Sustain
Fast Track Roadmap:
Enable remote engagement channels in CRM for Medical and Sale Representatives. It includes Online/Web mode of presentations, content on user laptops. Enable Surveys in Approved Emails in CRM and from Online mode. It included management and support of:
Data Privacy Approvals
Email Templates and Translations
UAT
User Trainings (< less then 100, in the mode train the trainer)
Go Live & Sustain
Conversion of rest of documents
Dice Roadmap:
Deliver analytical insights for to enable faster business decisions for better productivity and competitive advantage. To have single source of business performance metrics with instant access to Commercial actionable insights and measurable outcomes. It included management and support of:
Data Profiling
UAT / Acceptance
Training (< less then 100, in the mode train the trainer)
Key Risks:
external risks Covid-19
Key Enabler:
focusing on benefits from corona restrictions
Critical Success Factors:
The business project would not have been successful without the help of multinational companies such as Accenture or EPAM, which covered the entire delivery on global level.
Core CRM platform:
Veeva.com
Core Reporting Platform:
Qlik.com
VI. Timetable
Detailed information on the timetable of the project:
| Description of Work | Start and End Dates |
Phase One | OnCore Roadmap | 4-Jun-20 to 21-Sep-20 |
Phase Two | Fast Track Roadmap | 12-Jun-20 to 31-Mar-21 |
Phase Three | Dice Roadmap | 1-Oct-20 to 31-Jan-20 |
VII. Budget
The local project budget was part of the global budget and that is part of business information that is not disclosed. From the project point of view, we have delivered around 900 project hours. The controlling and monitoring of the budget took place on the basis of implementation according to individual milestones and in the form of time-material.
VIII. Key Personnel
List the key personnel/teams who were responsible for completion of the project, as well as other teams of the project as visible on high level chart:
Regional Leads:
Regular communication at the regional level about project implementation, risks and issues.
Deployment Teams:
Per individual stages, both regular communication and setup or training.
Country Team:
At the local level of deployment, training, change management in all phases
IX. For Further Information
Visit our website, www.eppm-services.com, or contact Miroslav Czadek, EPPM Services, s.r.o. In case of direct client reference about how we managed project or details about our involvement we will share direct contact on request.
Core CRM platform: | Core Reporting Platform: |
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Used tools for Project and Change Management:
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